Technical support and warranty policy

🎯 We Are Committed to Providing a Professional & Integrated Support Experience

We are dedicated to delivering a seamless and efficient support service that ensures the stability and performance of your systems, with the flexibility to match your evolving business needs.

1. Free Technical Support

We provide free technical support for 6 months starting from the official delivery date.

Includes up to 36 hours of free training, limited to 2 hours per day and a maximum of 3 employees.

2. Large-Scale Integrated Systems

For large-scale or complex systems, customized support and training packages are defined based on project size and operational needs — ensuring the best possible service.

3. Product Warranty

We offer a lifetime warranty against software bugs, even after the free support period ends.

All system updates and version upgrades are provided free of charge.

4. Extended Support & Training Packages

After the free support period, we offer:

  • Custom training packages tailored to your team size and operational workflows

  • Flexible support packages including extended hours and faster response options

5. Service Level Agreement (SLA)

We commit to responding to support tickets within 4 business hours (maximum).

Most issues are resolved within 48 hours to ensure business continuity without interruption.

6. Knowledge Base & Self-Service Tools

We provide a comprehensive knowledge base that includes:

  • Step-by-step written guides

  • Training videos to help your teams self-learn and get the most from the system anytime

7. Quarterly Performance Review Sessions

We offer a free performance review session every 3 months during the first year to track progress, optimize usage, and provide improvement recommendations.

8. VIP Support (Optional)

For mission-critical operations, we offer VIP Support Packages that include:

  • Faster response times

  • Dedicated support channels

  • Emergency support outside regular business hours if needed

9. Customer Satisfaction Guarantee

If you're not fully satisfied during the first 30 days, you may request to adjust the plan or re-evaluate the implemented solution at no additional cost.

10. Support Channels

  • 📞 Phone Support

  • 📨 Ticketing System via Website

  • Available during official business hours (Sunday to Thursday)

 

تواصل معنا الآن